Agent Group Interaction Handling Report

This page describes how you can use the (Agents folder) Agent Group Interaction Handling Report to see detailed information about the interaction-processing performance of one or more groups of agents during a specific range of days.

Understanding the Agent Group Interaction Handling Report

This report displays information about various aspects of interaction processing, including the number of interactions where a transfer is initiated and the number of interactions that are received by agent groups. This information is helpful when evaluating whether agent groups are transferring too many interactions.

Use this report to monitor the interaction processing performance of groups of agents over specific day ranges. The report displays information about Handle Time, Engage Time, Wrap Time, and various transfer initiation and acceptance metrics.

The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:

Prompts for the Agent Group Interaction Handling Report

Prompt

Description

Pre-set Date Filter

Choose from the convenient list of predefined rolling time ranges, spanning one day or more, over which to run the report.

Start Date

Choose the first day from which to gather report data.

End Date

Choose the last day from which to gather report data.

Agent Group

Optionally, select one or more groups from which to gather data for the report.

Media Type

Optionally, select the type of media to include in the report—for example, VOICE, EMAIL, and CHAT.

Interaction Type

Optionally, select the type of interaction to include in the report—for example, Inbound, Outbound, and Internal.

Tenant

For multi-tenant environments, optionally select the tenant(s) for which to include data in the report.

Attributes used in the Agent Group Interaction Handling Report

Attribute

Description

Tenant

This attribute enables data within the reporting interval to be organized by tenant.

Media Type

This attribute enables data to be organized by the interaction’s media type—for example, VOICE, EMAIL, and CHAT.

Agent Group

This attribute enables data within the reporting interval to be organized by the groups to which agents belong. An agent can belong to more than one agent group.

Interaction Type

This attribute enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal.

Day

This attribute enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.

Metrics used in the Agent Group Interaction Handling Report

Metric

Description

Accepted

The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by agents who belong to this agent group.

Responses

For voice and chat media, this metric represents the total number of times that customer interactions or warm consultations were accepted by agents who belong to this agent group. For email, this metric represents the total number of times that agents who belong to this agent group prepared an outbound reply.

For voice media, this metric is identical to Activity\Accepted; it returns positive values when agents initiate calls.

Avg Handle Time (Fmt)

The average amount of time, in seconds, that agents who belong to this agent group spent handling interactions that the agents received.

This metric is computed as handle time divided by the sum of accepted interactions and received consultations.

Avg Engage Time (Fmt)

The average amount of time, in seconds, that agents who belong to this agent group were engaged with customers.

Avg Hold Time (Fmt)

The average amount of time, in seconds, that agents who belong to this group had customer interactions on hold.

This metric is attributed to the interval in which interactions arrived at the agent (which can differ from the interval in which the interactions were placed on hold).

Avg Wrap Time (Fmt)

The average amount of time, in seconds, that agents who belong to this agent group, spent on customer interactions while in ACW state.

Transfer Initiated Agents

The total number of times that agents, who belong to this agent group, transferred customer interactions.

Both warm and blind transfers are reflected in this metric.

% Transfer Initiated

The percentage of accepted customer interactions

Transfer Received Accepted

The total number of times that agents who belong to this agent group, received customer interactions that were successfully transferred to the agents.

Both warm and blind transfers are reflected in this metric.

%Transfer Received Accepted

The percentage of accepted customer interactions that were successfully transferred (warm or blind) to agents who belong to this agent group.